Hi Laurie,

Your ticket has been responded to and we will continue our conversation through the ticket system

Hi Lisa,

Thank you for contacting us. The mSecure 4 app (light blue app with a key) is an older app that hasn't been updated in 8+ years. This creates app breaking bugs that mSecure is unable to fix since we do not support this app anymore. Do you know your mSecure 4 app password? If not, were you able to unlock the app using biometrics? Please let me know and I will assist further.

Hi Everyone,

Due to a recent OS update that occurred on iOS, the old mSecure 4 app has been either crashing when first opened or when the user tries to unlock the app using their credentials. These types of bugs occur for older apps in general, not just for this older mSecure app. Since this app hasn't been updated in 8+ years, there is no way to fix these bugs in this older app.

The solution to this is simple. If you were accessing your data using your password and you still have knowledge of your password, you can use this password to merge your data into the mSecure 6 app. If you don't recall your mSecure 4 password but you were able to gain access inside the app using biometrics previously, then we still have a way to get your data back.

IMPORTANT: Please do not uninstall the mSecure 4 app before either having your data already in mSecure 6 or contacting support to find out your options. This can result in data loss since your data is stored locally in this app.

For all of the users that have knowledge of their mSecure 4 password, you need to proceed in one of two ways. If you already have an mSecure 6 account and you know there is no data in your mSecure 6 account:

1. If mSecure 6 is already installed on your iOS device, delete the app
2. Reset your mSecure 6 account using the steps in this support article
3. Install mSecure from the App Store app 
4. Open the app and move through the screens until you are asked to Sign In or Sign Up for an account
5. Tap the option to Sign In using your account's email and new password you just set
6. Choose which sync feature you would like to use
7. You will then be asked if you would like to import your information from mSecure 4 on the next screen

Alternatively, if you don't already have an mSecure 6 account:

1. Install mSecure 6 from the App Store app if you haven't already
2. Open the app and move through the screens until you are asked to Sign In or Sign Up for an account
3. Tap the option to Sign Up for a new account
4. Choose which sync feature you would like to use
5. You will then be asked if you would like to import your information from mSecure 4 on the next screen

mSecure 4 and mSecure 6 are not connected apps which means if you have your data in the mSecure 4 app, this does not automatically mean you have an account in mSecure 6. If you don't recall creating an account through the mSecure 6 app, then please create a new account by "Signing Up" through the app.

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If you do not recall your mSecure 4 password but you were able to access your data using biometrics previously, please contact mSecure support by emailing "support@msevensoftware.com". Please title the subject of the email with "mSecure 4 Biometric Unlock" which will let me know that you had access to mSecure 4 using biometrics previously so I can assist you faster.